Cazimbo Casino - El casino ignoró la solicitud de autoexclusión del jugador.

Good day, I wanted to lodge a complaint about the issue I've experienced with a specific casino.

In early January 2024, I self-excluded from all casinos indefinitely as I recognized that I have a gambling problem. Consequently, I was prevented from playing in any casino.

I came across this casino, Cazimbo, which allowed me to play. After losing €2000, I requested them to self-exclude me. Cazimbo responded but did nothing about it, resulting in me depositing more money. Is it possible that a gambling site doesn't have a self-exclusion option anywhere, making it impossible for the player to self-exclude themselves?

Cazimbo deceived me by not giving me a chance to close my account, and as a result, I ended up losing an additional €5000!

buongiorno, volevo reclamare questo disagio che ho vissuto con casinò in questione.

A inizio Gennaio 2024 mi sono autoescluso a tempo indeterminato da ogni casinò, tanto che non mi facevano più giocare su qualsiasi casinò, mi sono autoescluso perché ho un problema di dipendenza.

Mi sono imbattuto in questo casinò Cazimbo, il quale mi ha fatto giocare e dopo aver perso 2000€ avevo richiesto loro di auto escludermi, cazimbo mi risponde ma non fa nulla a riguardo, tanto che deposito altri soldi, è possibile che su un sito non ci sia l’opzione di auto esclusione da nessuna parte e che il giocatore non possa in nessun modo auto escludersi?

Cazimbo mi ha ingannato non dandomi la possibilità di chiudere il conto e son finito a perdere altri 5000€!

Dear raccotitto,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

 First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

From the screenshots you uploaded with your complaint, it seems that you did not specify the reason for your account closure request. Have you mentioned in any of your emails that you wish to be self-excluded due to gambling addiction?

Thank you very much for your reply. 

Best regards, 

Veronika

yes I mentioned it several times in live chat and among other things the casino in question doesn't even have top-up limits and it is also for this reason that I lost more money because of them!

si lo ho menzionato più volte in chat live e tra l’altro il casinò in questione non ha neanche i limiti di ricarica ed è anche per questo motivo che per colpa loro ho perso altri soldi!

the casino in question also ignored my exclusion request and as you can see from the last email it encouraged me to continue playing with their cashback promotions instead of helping me! Even though I explained why I wanted to exclude myself, they only sent me pre-planned responses

il casino in questione ha pure ignorato la mia richiesta di esclusione e come vede dall’ultima e-mail mi ha invogliato a continuare a giocare con le loro promozioni di cashback anziché aiutarmi! Nonostante io spiegavo il motivo del perché volevo autoescludermi loro mi mandavano solo risposte già programmate

Please forward me the communication where you explicitly mentioned that you wish to self-exclude due to gambling addiction.

I sent them first

le ho mandate prima

I have not received any email from you. Could you please double-check if you typed the correct address? It's veronika.l@casino.guru.

Dear raccotitto,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.